IAM Service Manager and Process Support Specialist

IAM Service Manager and Process Support Specialist

Location: Wrocław
Hybrid model: 2 days office/3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

Today’s world is fueled by vast amounts of information. Data is more valuable than ever before. Protecting data and information systems is central to doing business, and everyone in EY Information Security has a critical role to play. Join a global team of over 950 people who collaborate to support the business of EY by protecting EY and client information assets! Our Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond to security events as they happen. Together, the efforts of our dedicated team helps protect the EY brand and build client trust. 

Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through innovative, secure solutions that provide speed to market and business value.

The opportunity 

Identity and Access Management (IAM) organization, a part of Information Security which, enables over 400,000 individuals across 140+ countries to access systems and information securely. As a member of the Identity and Access Management (IAM) team, the role will contribute towards the execution of an IAM roadmap that meets security requirements, including but not limited to security for, a complex Active Directory (AD) environment, hybrid cloud deployment, mobile computing, policy driven security, SSO, identity lifecycle management, and federation focusing on multiple protocols. 

We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry!

The IAM Service Manager and Process Support Specialist is a multifunctional role supporting various types of initiatives to redesign processes and tools critical to improve operational efficiencies and/or customer experience. Works with various levels of the organization and partners with IT, Operations and the business to drive goals and objectives. This team member interacts with managers and subject matter experts to analyze process data, build and deploy process KPIs (dashboards, reporting), and develop solutions that improve process performance by increasing productivity and efficiencies.  This role supports various functions maintained by the Service Management team that includes and not limited to:  service introduction, service management operations, security compliance, data analysis, tools development, and IAM leadership support.

Your key responsibilities 

• Analyze current processes, procedures and system functionality, and other manual processes with the goal of achieving more effective operational services and accuracy while assessing appropriate risk management controls. 

• Lead the development of internal standards for operational communications, procedures, and automated workflows including managing requests, scope planning, decision making, testing, issues tracking, and maintain a library of procedures, archive of communications, and documented workflow designs 

• Partner with various internal and partner teams to collaborate, discuss, conceptualize, and implement process improvements which includes actively researching and troubleshooting complex operational issues and offering recommendations to management. 

• Prepare end user procedures, instructions, or training materials for effectiveness in relation to process improvements through collaboration, evaluation, recommendations, and communication processes. 

• Develop and coordinate process improvements with a focus on process automation and design using Microsoft Automate and PowerApps.   

• Support IAM Services customer facing resources including all procedures, policies, forms, references, links, pages, resources, announcements, and more using SharePoint tools, PowerBI, and other support tools. 

• Develop process analysis and re-engineering to improve efficiency, lower costs and improve product quality. 

• Lead and facilitate the design and implementation of new/improved process models and organizational structures. 

• Train and guide resources in process improvement techniques. 

• Assist in development of new process capabilities. 

• Facilitates resolution of service anomalies 

• Assists in the development and maintenance of service roadmap 

• Handles any low-impact service issues 

• Assists in continual service improvement efforts  

• Acts as escalation point for operational issues or customer feedback 

• Assists in the creation and design of the service and all related offerings and workflows 

• Facilitates the creation of service artifacts (models, templates, ServiceNow playbook) 

• Produces and monitors performance and KPI reports 

• Ensures the appropriate outcomes are being produced 

• Gauges the effect of service changes with quantitative and qualitative methods 

• Monitors service consumption 

• Assists in the identification of all elements required to restore the service(s) are known and in place in the event of an incident 

• Manages consumer request fulfilment 

• Maintains in-depth knowledge of the service 

• Provides input into budget planning 

• Collaborates with Service Owner to market and promote service to customers 

• Complete other activities as assigned.

Skills and attributes for success 

• Maintains strong interpersonal skills to engage with peers and others in the firm in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.  Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using strong oral and written English communication skills. 

• Projects strong consultative skill to conduct effective questioning, hone in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of management within Identity & Access Management Services (IAMS) and others within the broader EY organization. 

• Maintains knowledge of services and applications with the assigned IAM processes and operating environment to recognize improvement opportunities and next generation solutions achievable through engineering.  

• Maintains a strong analytical and problem-solving ability to identify and escalate complex and conflicting IAMS issues. 

• Possesses a knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint, Microsoft Automate, Power Apps and Yammer. 

• Conceptual knowledge of Identity and Access Management technologies to support proper recognition and potential impact of new product or service introductions and procedures. 

• Experience with developing management reporting and process improvement action and automation. 

• Strong analytical acumen and solution orientation to provide process improvement recommendations to teams and leaders in support of avoiding financial, operational, and security risks to EY and our customers. 

• Proven ability to build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization. 

• Solid knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes as necessary. 

• Advanced oral and written English communication skills. 

To qualify for the role you must have

• Bachelor’s in Information Assurance, Computer Science, Information Systems or equivalent work experience. 

• 5-7 years of practical experience in the field of IT, with 3+ years of experience in Service Management and process improvement design and implementation. 

• Strong knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes as necessary. 

• Excellent oral and written communication skills.  

• Experience with capturing and developing business requirements and translating into IT communications, training and procedures. 

• Experience in building out dashboards and/or metrics in PowerBI 

• Knowledge of automation tool such as Microsoft Automate and PowerApps. 

Ideally, you’ll also have

• Information Technology Infrastructure Library (ITIL) v3 or v4 Foundation certification or equivalent. 

• The ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment. 

• Demonstrated knowledge of SharePoint 0365 Modern SharePoint design, PowerApp, and Microsoft Automate.  

What we look for

• Critical thinking skills demonstrating analytical and systematic approach to problem solving 

• Excellent interpersonal, communication and presentation skills 

• Good judgment, tact, and decision-making ability 

• Ability to understand and integrate cultural differences and motives and to work with cross cultural teams. 

• Ability to deal with ambiguity and change, and exercise appropriate time management to meet deadlines 

• Ability to work autonomously but also within a team environment where necessary

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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